Hiring Manager & HR

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Ihre Aufgaben

• Optimize the satisfaction of your team. Address and resolve any issues that get in the way of your team's job happiness.

• Optimize the performance of your team, based on KPIs. Provide feedback, coaching, and relevant information to your team.

• Train your team on 5CA systems/tools, soft skills and channel-specific skills. You evaluate and pre-approve VTO (Voluntary Time Off) requests.

• Coordinate execution of project-specific training/coaching with Operations Managers

• Signal agent-specific and project-specific issues to the Operations Manager.

• Work with other 5CA departments, such as, Training, Quality Assurance and HR to fulfil your team's needs.

• Interviewing applicants and onboarding new agents. You introduce new agents to 5CA's company, the project, it's culture, and the tools.,

• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients

• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness

• Innovative digital tools and comprehensive training, with access to our library of online training courses

• Various learning and career development initiatives throughout the year

• Access to Open Up, an employee mental health platform offering access to certified psychologists, online resources, etc.

• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few

• Optimize the satisfaction of your team. Address and resolve any issues that get in the way of your team's job happiness.

• Optimize the performance of your team, based on KPIs. Provide feedback, coaching, and relevant information to your team.

• Train your team on 5CA systems/tools, soft skills and channel-specific skills. You evaluate and pre-approve VTO (Voluntary Time Off) requests.

• Coordinate execution of project-specific training/coaching with Operations Managers

• Signal agent-specific and project-specific issues to the Operations Manager.

• Work with other 5CA departments, such as, Training, Quality Assurance and HR to fulfil your team's needs.

• Interviewing applicants and onboarding new agents. You introduce new agents to 5CA's company, the project, it's culture, and the tools., 3. Assessment: During our recruitment process, we use psychometric assessments to determine if candidates have the right skill set and attributes for their applied position. We, therefore, assess whether a candidate is the right fit for a role.

• Hiring Manager & HR interview: If your first interview is successful and you have passed the assessments, you'll meet HR and the Hiring Manager for a second interview. This interview can take up to 1 hour.

• Final interview: Depending on the position you have applied for, you may be required to attend a final interview with other team members. Alternatively, you may be required to complete a business case or take-home assessment instead of a final interview. This interview typically lasts 45 minutes.

• Offer: If you complete all stages successfully, we'll extend an offer and provide the tools and support you need to thrive in your new role at 5CA.

5CA is open to applications from almost anywhere in the world, provided you meet a job's requirements. However, we consider plenty of things when reviewing your application.

For example, we consider shifts and working hours for all positions. As a company, we aim to pay a fair wage while ensuring employees avoid working night shifts wherever possible.

Ihr Profil

• You speak English language at a advanced level (minimum C1).

• Minimum 6 months of experience in an (preferably international) inbound customer contact center as a Team Lead.

• Good understanding of contact center metrics.

• Affinity with the gaming industry

• Able to work under pressure and deal with changes in a dynamic work environment.

• Strong leadership and empathetic skills.

Technical requirements

• A minimum internet speed of 10 Mb/s download and 10 Mb/s upload and Latency <120ms, internationally

• A minimum of 8 GB RAM

• A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer

• An Intel Core i5-8260U or better/similar.

• A smartphone usable for two-factor authentication that runs at least:

• Android 8.0 or newer

• Apple iOS 14.0 or newer,

• You speak English language at a advanced level (minimum C1).

• Minimum 6 months of experience in an (preferably international) inbound customer contact center as a Team Lead.

• Good understanding of contact center metrics.

• Affinity with the gaming industry

• Able to work under pressure and deal with changes in a dynamic work environment.

• Strong leadership and empathetic skills.

• A minimum internet speed of 10 Mb/s download and 10 Mb/s upload and Latency <120ms, internationally

• A minimum of 8 GB RAM

• A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer

• An Intel Core i5-8260U or better/similar.

• A smartphone usable for two-factor authentication that runs at least:

• Android 8.0 or newer

• Apple iOS 14.0 or newer

Wir bieten Ihnen

• The flexibility to work 100% remotely with no wasted commute time and travel costs

• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients

• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness

• Innovative digital tools and comprehensive training, with access to our library of online training courses

• Various learning and career development initiatives throughout the year

• Access to Open Up, an employee mental health platform offering access to certified psychologists, online resources, etc.

• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few